When Service Makes the Difference
MembersFirst Credit Union — Pooler, Georgia
Case Study Snapshot
Institution: MembersFirst Credit Union
Location: Pooler, GA
Project Type: New branch build
Solutions Deployed: Security, surveillance, access control, pneumatic tubing system, interior kiosks
Outcome: Issue resolved before opening day, no additional cost, long-term partnership strengthened
The Challenge
MembersFirst Credit Union recently completed construction on a brand-new branch in Pooler, Georgia. The goal of the project was to create a modern, efficient work environment that enhanced the overall member experience.
STS Group was selected as the banking equipment provider as part of a larger design-build project, responsible for security, surveillance, access control, and a pneumatic tubing system that supported both drive-thru operations and interior kiosks.
While STS completed its portion of the project on time and professionally, one concern remained. As the branch neared completion, the interior drive-thru equipment did not align aesthetically with the vision MembersFirst had for the space. Although the setup matched other branches, it did not reflect what leadership wanted for this new location.
With opening day approaching, the concern wasn’t just cosmetic. It was about confidence, consistency, and delivering the experience members expect.
Why MembersFirst Credit Union Turned to STS
MembersFirst didn’t want excuses. They wanted a partner who would listen, respond, and take ownership.
When leadership raised the issue, STS treated it with urgency and respect.
“Strength in a company is hard to see when everything is going right, but the true test is when it doesn’t.”
— MembersFirst Credit Union
The STS Response
STS acted immediately.
An executive leadership team member personally drove from Alabama to Georgia to meet on site, review the concern, and ensure expectations were met. Behind the scenes, the STS team coordinated updates to the specified equipment, sourced the correct solution, and executed the changes quickly.
Most importantly, everything was completed before the branch opened and at no additional cost to MembersFirst Credit Union.
“I’m not exactly sure what went on behind the scenes to pull it off, but I’m sure it was impressive.”
— MembersFirst Credit Union
The Outcome
By opening day, the branch was exactly what MembersFirst envisioned, both operationally and aesthetically. What could have been a lingering issue instead became a defining moment in the relationship.The experience also revealed a new opportunity.
MembersFirst learned that STS offers no-cost design consultation upfront, allowing institutions to shape design decisions early and guide other vendors during the bid process, ensuring the best solution at the best price.
“In the future, we will definitely participate in the no-cost consultation process to ensure that we are getting the best solution at the best price.”
— MembersFirst Credit Union
Projects don’t define partnerships. People do.
By showing up, taking responsibility, and doing what it took to get it right, STS proved we are a partner willing to stand behind our work and our customers.
“We will do whatever it takes to provide excellent service at every branch… every time.”
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